Friday, July 11, 2008

Various skills CSRs require

Book Value
Customer Service and The Human Experience
Rosanne D’Ausilio and Jon Anton
( http://www.macmillanindia.com/)

The human part of the equation

A major challenge for today’s managers is the training and motivating of agents to achieve excellence, writes Kim Lauren Joy in the foreword to Customer Service and The Human Experience by Rosanne D’Ausilio and Jon Anton.

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